CONTACT CENTER scheduler 1

carilionclinic; Roanoke (VA); On-site; USD 23,000 - 33,000; Full time

Job summary

Carilion Clinic’s Call Center Scheduling Specialist coordinates appointments for a multi-specialty medical group serving a broad region. The role embodies scheduling mastery, multi-channel patient communication, and efficient use of EPIC and MyChart to ensure first-available appointments.

The specialist works in a fast-paced environment, supporting referrals and registrations while maintaining patient empathy and accurate information entry across systems.

Qualifications

• Education: High school diploma or equivalent required. Bachelors degree preferred.
• Five years customer service experience in a fast-paced environment such as a call center, physicians office, hospitality or retail/service industry.
• Must have strong keyboarding and computer skills.

Responsibilities

• Schedule appointments, tests, and procedures across multiple systems following established protocols.
• Manage referrals and coordinate with clinical departments and care teams.
• Engage patients via phone, chat, email, MyChart, and EPIC in-basket messaging to provide a smooth scheduling experience.

Skills

Customer service

Multitasking

Empathy

Keyboarding

Communication

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

EPIC

MyChart

Referral system

Job description

Employment Status:

Full time Shift: Day (United States of America) Facility: 2301 Brambleton Ave SW - Roanoke Requisition Number: R162281 CONTACT CENTER scheduler 1 (Open)

How You'll Help Transform Healthcare:

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.

The Call Center Scheduling Specialist is one of the first points of contact for patients requesting appointments with our providers or information about our practices. Working in a call center environment, the Call Center Scheduling Specialist is responsible for managing incoming referrals and scheduling appointments for a clinical department. Clinical departments are complex multi-specialty, multi-location medical practices serving a broad geographic area. In addition, the Call Center Specialist must also have achieved mastery in scheduling and is a subject matter expert in complex appointment scheduling functions.

Navigates multiple systems simultaneously in order to effectively schedule appointments, tests, and/or procedures according to protocols established by clinical staff and scheduling standards. Ensures patients are aware of their scheduling options and are consistently offered the first available appointment.

Proficient in all aspects of scheduling including making, canceling and rescheduling appointments based on the scheduling guidelines. Demonstrates the ability to leverage waitlists, works recalls, and processes clinic-initiated reschedules.

Engages patients in the scheduling process, collecting and entering relevant demographic and medical information into the electronic health record. Supports the pre-registration process by validating guarantor accounts and verifying existing insurance coverage.

Creates new referrals and manages existing referrals in the referral work queue. Accurately updates the referral shell within the prescribed timeframes in accordance with the organizations referral guidelines.

Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, AUX ratio, and average scheduling attempts per worked hour

Coordinates with the clinic care team. Routes referrals/calls requiring triage or an order to the physician, Advice Line Nurse, or care team as appropriate.

Effectively communicates through written, digital and verbal channels with patients, facilities, providers and other colleagues to ensure an easy, empathetic, solution-orientated patient experience. Builds impactful relationships through a variety of communication mediums including phone, chat, email, MyChart, and EPIC in-basket messaging. Anticipates patient and provider needs and responds accordingly.

What We Require:

• Education: High school diploma or equivalent required. Bachelors degree preferred. Bachelors degree accepted in lieu of minimum experience.
• Experience: Five years customer service experience in an environment that requiring multi-tasking such as a call center, physicians office, hospitality or retail/service industry or a bachelors degree. Call center experience preferred.
• Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.

Compensation Range: $17.39 - $24.35 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Benefits, Pay and Well-being at Carili